💡 Our Technical Review in summary
Summary
- Microsoft is updating the “Rate My Call” feedback experience in Teams for Windows, Mac, and the Web.
- The current two-page, 1-5 star rating system will be replaced by a streamlined, single-page interface featuring a “thumbs up” or “thumbs down” rating.
- The new UI includes optional problem tokens (issue categories) and a free-text field for additional details, which Microsoft claims leads to higher response rates and clearer insights.
- The rollout is scheduled to begin in mid-February 2026 and reach completion by late February 2026.
Impact
- User Experience: Users will encounter a simpler feedback prompt after calls and meetings. The shift to a binary (thumbs up/down) system makes it faster for users to report issues.
- Data Mapping: Feedback values in the Call Quality Dashboard (CQD) will change. A “Thumbs Up” will be recorded as 5, a “Thumbs Down” as 1, and a shown-but-unsubmitted survey as 0.
- Telemetry Metrics: Admins should expect an increase in the Poor Call Rate (PCR). This increase is a “measurement effect” caused by the simplified reporting UI and does not indicate a regression in actual network or service quality.
- Platform Support: This change applies specifically to the Teams desktop clients (Windows/Mac) and the Web client.
Action Required
- Update Internal Documentation: Refresh helpdesk guides and user-facing documentation to reflect the new feedback interface and rating options.
- Notify Support Staff: Ensure that IT support and helpdesk teams are aware that a spike in reported “poor calls” in the dashboard is expected during this transition period.
- Establish New Baselines: Monitor PCR telemetry closely following the rollout. Microsoft recommends waiting several weeks until the data stabilizes (when volume and values flatten) before setting new performance thresholds or alerts.
- Review CQD Reports: Adjust any custom Call Quality Dashboard reports that rely on the old 1-5 star granularity, as the data will now converge into binary values (1 or 5).
Microsoft Official Update
Service: N/A
Category: stayInformed
Severity: normal
Updated January 28, 2026: We have updated the timeline. Thank you for your patience.
[Introduction]
The Rate My Call survey is a feedback screen that the Teams client will occasionally present to users after their Teams call or meeting has completed. Currently, the rating presents 1-5 stars on the first page and a list of potential issues (called problem tokens) on the second page.
We will be rolling out a new streamlined feedback experience for Teams on Windows, Mac, and Web that presents the feedback on a single screen with a thumbs up / thumbs down rating system and problem tokens for the user to select, plus an area to provide details. In testing, we found higher feedback returns with this new design, and clearer insights into call quality issues.
Screenshot 1: New Rate My Call User Interface
[When this will happen:]
- General Availability/Targeted Release: Rollout begins mid-February 2026 (previously late January), completes by late February 2026 (previously late January).
[How this affects your organization:]
Who is affected: Users of Microsoft Teams on Windows desktop, Mac, and Web clients
What will happen:
- Users will see a new Rate My Call screen after calls and meetings
- The new screen includes:
- Thumbs up / thumbs down rating
- Optional problem tokens
- Optional free-text field for additional details
- Feedback Rating values in Call Quality Dashboard (CQD) will change:
- 5: Thumbs up / Good
- 1: Thumbs down / Had issues
- 0: Survey shown but not submitted
- Null: Survey not shown
- Problem tokens will still be recorded even if a rating (thumbs up or down) is not submitted
- Admins may notice an increase in poor feedback metrics due to the new rating method; this does not reflect a decline in service quality
[What you can do to prepare:]
- Communicate this change to helpdesk and support staff
- Update internal documentation to reflect the new feedback format
- Monitor PCR (Poor Call Rate) telemetry until it stabilizes, then set your own threshold
[Compliance considerations:]
No compliance considerations identified, review as appropriate for your organization.
[FAQ]
Q: Will a higher PCR mean calls are worse?
A: No. The new design captures more dissatisfied users by reporting a higher willingness to report poor calls. The increase is a measurement effect, not a quality regression.
Q: What is the new PCR target or threshold for your workstreams?
A: We cannot provide a fixed PCR threshold. Your action is to monitor your own PCR telemetry until it stabilizes (both volume and value relatively flat), then set your threshold. Stabilization may take weeks and once the data converges, you can then set your own.
